Minimum Bachelor’s Degree in Computer Science, Information Technology, Telecommunications, or any relevant field.
Experience: Minimum 3 years of hands-on experience in incident management or a similar role within the telecom or IT service operations environment.
ROLE OBJECTIVE:
Lead and manage major incidents impacting network and IT services, ensuring swift resolution and adherence to SLA.
Coordinate cross-functional teams (NOC, Transmission, RAN, Core, Vendor teams) during critical incident events.
Monitor incident trends and perform Root Cause Analysis (RCA) to identify underlying issues and recommend preventive measures.
Act as the single point of contact for all major incidents and ensure timely updates to internal stakeholders and Grameenphone teams.
Drive Incident Review Meetings and publish detailed Post-Incident Reports.
Ensure 24/7 support coverage and incident readiness by aligning with shift teams and escalation protocols.
Collaborate closely with Change Management and Problem Management functions to avoid recurrence of critical issues.
Maintain real-time dashboards and report via tools and automation to track incident KPIs.
Enforce compliance with defined incident management processes and service level objectives (SLAs).
Support the implementation of automation initiatives for incident alerts and reporting.
Salary: Negotiable (based on experience and qualification).
Compensation & Other Benefits: As Per Company Policy.
Contractual
Dhaka
EuroStaffs operates in 19+ countries with around 150 staff and generates multi-million dollar annual revenue. It serves as a vertical search engine aggregating jobs, CV tools, career blogs, and admissions. Revenue comes from premium services for employers and institutions, while job seekers and students access applications, resume tools, and ads for free.
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